This service account is currently suspended.

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Originally Posted by Talihina

This. This part is what's bugging me. I never got an email, no do I have an option to un suspend my account.
I have no idea what they're doing, tbh.

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Yeah, you're in the boat with everyone else. Unless someone has actually had their account suspended you have no idea how terrible their customer service is right now.

It's one thing to visit the forums and comment on how issues are supposed to be handled on SE's side and wonder why we're all complaining. It's another to get suspended and spend hours writing tickets, waiting on live chat or the phone support for 2+ hours each time. Only to be told, again, that there is nothing they can do. And there is no eta for when your account will be restored, if at all.

And then finally get an email response! Yay! Which turns out only to be an automated message from your very first ticket 5+ days ago that is only telling you to use live chat or phone support because their email ticketing system is useless. Except you already did that all....four days ago.

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

I have never heard of SE actually following this procedure from anyone who's been suspended on the forums. So if you were lucky enough to receive this email and get to reset your account, consider yourself one of the lucky 10% that got the response they were supposed to receive.

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Originally Posted by Cirsce

Yeah, you're in the boat with everyone else. Unless someone has actually had their account suspended you have no idea how terrible their customer service is right now.

It's one thing to visit the forums and comment on how issues are supposed to be handled on SE's side and wonder why we're all complaining. It's another to get suspended and spend hours writing tickets, waiting on live chat or the phone support for 2+ hours each time. Only to be told, again, that there is nothing they can do. And there is no eta for when your account will be restored, if at all.

And then finally get an email response! Yay! Which turns out only to be an automated message from your very first ticket 5+ days ago that is only telling you to use live chat or phone support because their email ticketing system is useless. Except you already did that all....four days ago.

Also, please note that accounts that are suspected of having been compromised will have their access temporarily restricted. Once login has been restricted, an email notification will be sent to the primary email address registered to the Square Enix account. This email will contain instructions on how to remove the login restriction. Players will be asked to reset their passwords and log in again.

I have never heard of SE actually following this procedure from anyone who's been suspended on the forums. So if you were lucky enough to receive this email and get to reset your account, consider yourself one of the lucky 10% that got the response they were supposed to receive.

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Like everyone else here, my girlfriend never received that email, as i mentioned previous, only reason we even found out something was wrong was when she tried to log in and got told nope essentially then went to mogstation wondering what was up and saw the account was suspended. Even after following the support forums and links provided there to reset the password to restore access, her account is still locked which is the problem, Square isn't following their own procedure that's clearly written out. She's on the phone now waiting on an agent from phone support, been waiting for nearly 2 hours now and we know from everything we've read here and elsewhere that she's gonna be told at most the issue will be "escalated"

Same thing has happened to me. Not play last week, tried to log in today and my account is suspended. This is a disgrace. I hope I will be getting plenty of free playtime for such shabby service.

To you know who bite me.....to the person with the C.P.U. comment many people refer to there computer as a C.P.U. for short so eh who cares. As for the people that matter I just got of the phone with support the response was that my account was flagged for investigation of R.M.T. I intern started to ask a few question,one does it look like anything on my account was tampered with? No I was lucky to get a service rep that does not mind looking into things no extra avatars where added to my account and by there server time stamps I was not logged in to the game any time after I originally logged out. Why was I suspended then? Flags can happen for numerous reasons. Player submitted reports of suspicious activity......What where you doing in game the laste few days? Harvest grinding for the past few days then heavy crafting Sunday. Sir that may be the reason there. Many of the R.M.T. Account we have deleted over the last few weeks have been accounts seeing heavy crafting to fund R.M.T.. What I can do is take your information and push your investigation thru. How long? If there is no sign of shady dealings or contact with R.M.T. it can be as little as a few days granted this part of the investigation is handled by a seperate group of people so it may take longer. So your saying someone could have reported me? Yes and if you where sent a message from a in game investigator and missed it you would have been suspended till investigated. Hahahahaha yeah that could have happened I cover my chat window when I do not want to be bothered.

This is the gist of the conversation it sucks but on the plus side it shows they are working on the R.M.T. problem so I can deal with that if it cuts down on the wall of text on the chat bar. Now it is just a waiting game luckily it seems no one was actually on my account changed the password just in case though.

So, now are you going to change your password and get the software/physical token for added security? Or are you still going to ignore people's advice because you don't need to do all this? Cos all I can say, if you don't do what people have advised then you'll be finding yourself in the same boat once your account is returned to you, IF it gets returned to you that is... I have heard tell that some aren't even going to get their accounts back and have to buy a new account, I just only hope that isn't the case for you, no matter how childish you've been, I just hope you take peoples advice and CHANGE your password and get the security token added to your account ASAP!

So in news, GF waiting on the phone for nearly 2 hours, then while in the middle of the automated message, it randomly hangs up -.- wtf Square Enix. Do you WANT to lose your customer base and scare off others from even wanting to play?

question: did you completely close the client when you logged out?

So update. My girlfriend finally got through to them. He said the best they could do after getting a lot of information from her was an open an investigation which has no eta on how long it could take and there isn't a 100% guarentee she will get the account back. This is total BS and I know it doesn't bother them any, but I am sure others will follow suit, if they don't give her account back, they're losing in total 4 more customers.

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Originally Posted by JowyAvilon

So update. My girlfriend finally got through to them. He said the best they could do after getting a lot of information from her was an open an investigation which has no eta on how long it could take and there isn't a 100% guarentee she will get the account back. This is total BS and I know it doesn't bother them any, but I am sure others will follow suit, if they don't give her account back, they're losing in total 4 more customers.

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Unfortunately it's the sad truth and I've heard a lot of people on the forums say that they aren't going to get their accounts back :( Not sure why SE are doing this, and in fact, this is the first company that I've heard of that won't reinstate hacked accounts back to their rightful owners. It's shocking as most MMOs I've played the worst they do is tell you that you don't get any items that were stolen back, but they've always reinstated the accounts to their owners!

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Originally Posted by Jessikia

Unfortunately it's the sad truth and I've heard a lot of people on the forums say that they aren't going to get their accounts back :( Not sure why SE are doing this, and in fact, this is the first company that I've heard of that won't reinstate hacked accounts back to their rightful owners. It's shocking as most MMOs I've played the worst they do is tell you that you don't get any items that were stolen back, but they've always reinstated the accounts to their owners!

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Exactly, I mean, say what you want about World of Warcraft, I have to admit, Blizzard customer service and support has always been top notch, at least for me. I was on the hacking end of my account in WoW and got it back the following morning with little hassle after i verified i was in fact the rightful owner of the account, problem solved. This, this is just atrocious and Square is going to lose a LOT of people and turn new people from wanting to play it because of their customer service and support.